I came into the office at 11:30 a.m. and spoke with Kristin F. regarding a pair of glasses that needed new lenses installed. I also brought in a pair of Oakley glasses that I purchased in 2024. Although I have barely worn them, the lenses are covered in scratches. After noticing the issue, I had three different optometry clinics examine the lenses, and all three confirmed that there appeared to be no anti-scratch coating present. When I purchased these glasses, I specifically ordered lenses with both anti-scratch and anti-glare coatings. Unfortunately, the product I received does not appear to match what I paid for. What made this experience even more disappointing was the way I was treated. Rather than addressing my concerns, Kristin was condescending and attempted to blame a former employee for the issue. Whatever may have happened internally is not relevant to me as a customer. I simply expected the clinic to stand behind the products and services it sold. My family of five has been coming to this clinic for years, and we have spent thousands of dollars here. Throughout that time, I have never abused the warranty process or made unreasonable demands. Given that history, I was shocked by the lack of professionalism and respect I received. To make matters worse, I overheard Kristin speaking with another employee about me in a very disrespectful manner. While I will not repeat the comments here, hearing staff speak negatively about a customer within earshot is completely unacceptable. Because of this experience, I will no longer be doing business with this clinic, nor will I recommend it to others. As a small business owner myself, I understand the importance of customer service and accountability. Customers deserve to be treated with respect, especially long-term, loyal clients. I hope OVC takes this feedback seriously and works to improve both its customer service and its handling of legitimate customer concerns.(You can see in the photos the scratches which isn’t easy to capture on camera unless they were bad!)
